Troubleshooting Tips for LockDown Browser

When using Respondus Lockdown Browser,click the built-in Help Center button to review troubleshooting tips.

If you do not find an answer to your problem there, review our list of known issues below or contact LockDown Browser Technical Support for additional information.

Commonly Experienced Problems

LockDown Browser Will Not Install On My Windows or Mac Computer

Did the installation file have an . EXE file extension ?
Some security programs are known to automatically change an executable file's extension from .EXE to .EFW. This prevents the installation file from running. You can resolve this problem by manually changing the file extension back to .EXE. After the installation file's extension is changed back, try installing the file again.

Mac Users: Do you get a "Cannot Configure Application Properties" message when the installation completes?

  1. Run the downloaded installer again.
  2. At the “Select a Destination” page of the installer, make sure the bottom part of the page shows “Destination folder: Applications.” If the bottom part of the page is blank, click on the “Macintosh HD” icon on the top of the page to make the destination folder appear.

LockDown Browser Displays an Update Message When Opened

Nearly 70% of LockDown Browser support issues result from using an outdated version of the program.

To address this, software updates for the "Student Edition" of LockDown Browser will be managed remotely by Respondus Inc. as of June 1st, 2014. A notification will appear at the start-up of the application when an update is made available. For best performance, we recommend installing updates when prompted.

Example LockDown Browser Prompts to Update

LockDown Browser is Out of Date

As of August 2015, the minimum supported version of LockDown Browser is version 1.0.7.12. However, it is strongly recommended that you update to the latest version available because earlier versions will no longer supported and will not work correctly.

If you do not see update prompts when opening LockDown Browser, you can manually check the program's version for updates.


LockDown Browser Asks for an Administrator Password When Launched

Are you using the "Student Edition" or "Lab Edition" of LockDown Browser?
To quickly determine the edition, after starting LockDown Browser, click on the "i" button (Windows) or the "About" button (Mac) in the LockDown Browser toolbar.

  • If you are accessing LockDown Browser on your own computer, and you see that you have the "Lab Edition", you must uninstall this program and install the "Student Edition".
  • If you are accessing LockDown Browser in an MATC classroom or computer lab, and see that you have the "Student Edition" installed, please notify your instructor. MATC Desktop services must install the "Lab Edition".

Are You Using an Outdated Version of LockDown Browser?
Check LockDown browser for updates to ensure that you are using the latest version available.


I Can't Get LockDown Browser to Work on My Computer

If you have reviewed the system requirements, troubleshooting tips, and Knowledge Base, but still can not use LockDown Browser to begin a test, you may come to any MATC Academic Support Center lab to take your test. LockDown Browser is installed on all PCs in Academic Support Center labs.


My Test in LockDown Browser Asks for a Password

Contact your instructor to verify whether the test is password protected. If your instructor states that no test password is required, but you see a password screen when accessing the test, please make sure that:

  • You are using LockDown Browser to access the test - not Internet Explorer, Firefox, Chrome, or Safari.
  • You are using an up-to-date version of LockDown Browser - check your version for updates.

LockDown Browser Fails to Open or Freezes When Loading or Taking Tests

Push the computer's "Power" button until the computer shuts down completely so that you can exit LockDown Browser. Notify your instructor immediately that you are having a technical difficulty. Only your instructor can clear a failed test attempt.

Once your failed attempt is cleared, check the following conditions before attempting your test again:

LockDown Browser Kicks You Out of Test/Access Denied Error

If you have been kicked out of LockDown Browser while completing or submitting a test, or encounter an "Access Denied" error message, please do the following:

  • Notify your instructor immediately. Only your instructor can clear a failed test attempt.
  • Once your failed test attempt is cleared, clear your default browser's cache before trying to take the test again.
  • Review the trouble-shooting tip about keeping your test session active.
  • Never double-click your mouse in the test environment or click "Save" or "Submit" buttons while the page visually indicates that it is busy processing an action.

LockDown Browser Will Not Let You Save Answers, Navigate to Next Question, or Submit Test

This is known to happen with outdated versions of LockDown Browser or problems with the default browser installed on your computer.

You must exit the test to upgrade Respondus and check your default browser's settings. Notify your instructor immediately that you have experienced a technical problem and review the following steps:

  • Update your default browser to the latest version
  • Clear your default browser's cache
  • Disabled add-on toolbars or extensions in your default browser
  • Update LockDown browser to the latest version
  • Disable add-on toolbars or extensions